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by Maria Martinez, Lincoln Murphy, Dan Steinman, Nick Mehta
Customer Success
Endorsements
Title Page
Copyright
Gainsight Book Foreword
Part I: Customer Success: The History, Organization, and Imperative
Chapter 1: The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial
In the Beginning
Attitudinal versus Behavioral Loyalty
The Birth of Software as a Service
Chapter 2: The Customer Success Strategy: The New Organization versus the Traditional Business Model
Why Does Customer Success Matter?
What Customer Success Is Not
Customer Success Is NOT Customer Support
What Customer Success Is
Customer Success's Cross-Functional Impact
Chapter 3: Customer Success for Traditional Nonrecurring Revenue Businesses
Are Subscriptions Only for Software and Magazines?
Delivering Customer Success
Part II: The Ten Laws of Customer Success
Chapter 4: The Practice of Customer Success
Chapter 5: Law 1: Sell to the Right Customer
How Do You Define the Right Customer?
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 6: Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 7: Law 3: Customers Expect You to Make Them Wildly Successful
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 8: Law 4: Relentlessly Monitor and Manage Customer Health
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 9: Law 5: You Can No Longer Build Loyalty through Personal Relationships
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 10: Law 6: Product Is Your Only Scalable Differentiator
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 11: Law 7: Obsessively Improve Time-to-Value
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 12: Law 8: Deeply Understand Your Customer Metrics
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 13: Law 9: Drive Customer Success through Hard Metrics
Additional Commentary
High Touch
Low Touch
Tech Touch
Chapter 14: Law 10: It's a Top-Down, Company-Wide Commitment
Additional Commentary
High Touch, Low Touch, and Tech Touch
Part III: Chief Customer Officer, Technology, and Future
Chapter 15: The Rise of the Chief Customer Officer
The Before Cloud Chief Customer Officer
The New Chief Customer Officer
Chapter 16: Customer Success Technology
A Plethora of Customer Information
Optimize Customer Success Management Time
Increase the Intelligence of Every Customer Touch
Drive Scalability
Improve Collaboration, Communication, and Visibility
Better Team Management
Chapter 17: Where Do We Go from Here?
The Customer Economy
Ideal Customer Success Today
Starbucks and Customer Success
Index
End User License Agreement
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Copyright
CUSTOMER SUCCESS
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Nick Mehta, Dan Steinman,
and Lincoln Murphy
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